Business Support Team Leader

Sydney, Australia
06 Jan 2018
End of advertisement period
21 Jan 2018
Contract Type
Full Time

Macquarie is the university of pioneering minds. Globally recognised as one of Australia’s leading research universities, Macquarie is a place where extraordinary new possibilities come to light. We’ve helped people to hear, introduced wireless internet technology to the world and broken through traditional boundaries by appointing Australia’s first female vice-chancellor.

At Macquarie you’ll join a vibrant community of diverse perspectives, all working towards a brighter future for our communities and our planet. Surrounded by a beautiful parkland campus, our students and staff are free to explore and discover, supported by facilities including a high-tech library, private teaching hospital, gym and pools, childcare facilities, a campus train station and the newly expanded Macquarie Centre shopping complex next door.   

Macquarie University’s central IT Department delivers a range of core services covering wired and wireless networks, infrastructure, applications, desktop support, telecommunications, design and procurement of systems, project management and business analysis services, strategic IT security, and a growing number of support and advice services (such as information and data management).

The IT organisational structure is designed to create a more service oriented structure, which is underpinned by best practice IT Service Management (ITSM) and the IT Infrastructure Library (ITIL) framework.
There are four key directorates as follows:

  1. Infrastructure & Applications
  2. IT Partnerships and Engagement
  3. Client Services
  4. Policy, Compliance & Programme Management Office (PMO).

IT is striving to better align the support service to Macquarie’s Strategic Plan “A Framing of Futures” in its enhancement of the student and staff experience, facilitation of research and teaching collaborative activities, increased throughput of our research data and its security, increased efficiency and effectiveness of IT working practices, release of IT staff capacity to better support research and teaching developments, and the reduction of organisational risks.

The IT Partnerships and Engagement team is responsible for fostering relationships with faculties, offices and senior stakeholders to identify and forecast IT business requirements and matching IT solutions; coordinate business change programs, and ensure training and development opportunities are provided to stakeholders to maximise the IT systems to support research, learning and teaching and administrative activities. The culture and ethos of this role is directed towards client service operating in a highly effective and responsive client focussed central service environment.

The IT Business Support Team is a newly established team to provide business system support to Student Administration functions. We are seeking to fill a number of positions.

We are seeking suitably qualified candidates who recognise the importance of IT as a critical enabler of its operations and student and staff experience.

Reporting to the Business Support Manager-IT Partnerships & Engagement, the Business Support Team Leader will lead and coordinate the team of business support analysts to drive improvements to business processes that underpin critical corporate systems and interfaces. A particular important aspect to this role will be providing and developing the IT services support of student administration systems.

Key accountabilities:

  • In consultation with the Business Support Manager, agree and coordinate team objectives.
  • Mentor, coach to ensure analysts lead analysis and manage support activities to solve complex problems in the execution of business improvements projects.
  • Investigate and determine business requirements and processes in conjunction with key stakeholders, including undertaking root cause analysis, conducting process reviews and mapping current and future processes.
  • Develop and implement business solution to processes including updating of related IT management, practices, procedure and organisational change.
  • Apply and monitor the use of modelling and analysis tools, methods and standards in determining stakeholder objectives and underlying issues arising from investigations into business requirements and problems.
  • Collaborate with University and project stakeholders in determining project strategy assessments, requirements specifications and feasibility studies.
  • Identify and validate functional, non-functional and transitional requirements with the business users as expressed in use cases and reports.

Selection Criteria:

  • Degree in Computer Science degree or equivalent business experience.
  • Experience in supervising team members and coordinating workloads.
  • Track record of working and delivering on multiple business improvement initiatives simultaneously.
  • Experience with root cause analysis.
  • Experience with communication relating to level 2 and level 3 work practices.
  • Demonstrated experience in managing diverse groups of stakeholders and managing priorities and working to deadlines.
  • Understanding of the student life cycle process. 

Salary Package: From $99,218 to $110,402 (Level 8) plus 17% employer's superannuation and annual leave loading.

Appointment Types: Full-time, continuing 

Specific Role Enquires: Roz Howard, Director – IT Partnerships and Engagement on

General Recruitment Enquiries: Min-Ha Choo, HR Manager on

Applications Close: 21 January 2018, Sunday at 11:55pm

Macquarie University is an EO Employer committed to diversity and social inclusion. Applications are encouraged from people with a disability; women (particularly for senior and non-traditional roles); Indigenous Australians, people who identify as GLBTI; and those from culturally and linguistically diverse backgrounds.

Applications need to be submitted through the Macquarie University online recruitment system. Where circumstances such as disability or remote location prohibit your access to our online system please contact the enquiries person listed in this advertisement for assistance.